10 Ways a Help Desk Can Help Your Business

What Is Help Desk Software?

Help desk software helps companies solve technical problems faster and helps IT departments work more efficiently. How? Simply put, help desks organize information, streamline workflows, and eliminate many manual processes. Help desk software (often a subset of the service desk software) enables IT support specialists to manually record problems, examine unrelated emails to get to the root of the problem, Eliminate the need for manually track status. Or the demand slips through the crack.

A help desk service automate problem solving workflows, centralize information, and use email alerts to keep everyone informed. And instead of having to track someone from technical support for help, employees simply send a ticket to the help desk team via email or a customizable web-based form. The help desk software will receive the problem, record it, and automatically assign it to the appropriate help desk technician. This makes the process more convenient for all parties involved.

The help desk not only streamlines communication, it also keeps a detailed log of all submitted issues so you can easily follow updates and report on work done (useful for year-end reviews). ) As you can see, there are many ways that a helpdesk can make your life easier and make your business more productive. It is no wonder that the use of help desk software is considered one of the best IT practices that benefits almost all companies. Here are 10 great ways help desk software can simplify your office and IT life.

1)Work More Efficiently

Office workers can easily submit problems and fix technical problems faster, so everyone spends more time productively and spends less time with their thumbs. IT professionals can spend less time on unnecessary manual processes and more valuable time on more important tasks.

2)Smart Multitasking on the go

Help desk systems help IT professionals more easily classify and prioritize problems and better order the problems they work on. For example, a technician may want to handle multiple similar problems and make better use of their time on a single trip from the server room.

3)All IT Requests In One Place

Most help desk systems include a user portal that provides a single place for users to create tickets, view the status of open issues, and close when tickets are resolved. You can also use the portal to transmit important information, such as planned downtime, to your users, reducing unnecessary tickets.

4)Custom Made To Measure

At a basic level, the help desk ticket includes a title and description for each number. For more detailed information and better rankings, companies can create custom fields like apartment, building location, number of floors, or peanut butter preference and report on that data.

5)Analyze IT Trends & Improve Overall Workflow

The help desk helps track metrics such as the average time spent resolving tickets so that IT administrators can run detailed reports to spot trends. For example, if you find that a particular technology is very good for a particular task, you can provide all relevant tickets for maximum efficiency.

6)Prioritize Important Tasks

The tickets guarantee different responses according to their importance. Replacing an old mouse alone is much less important than repairing a failed server that affects the entire company. The help desk system makes it easy for technicians to prioritize and sort tickets so they can quickly tackle high-value tickets and reduce the chance of cracking.

7)Automatic Assignment of Help Desk Tickets

The best help desk software can automatically analyze tickets and assign problems according to specific criteria. For example, you can send all hardware problems to Steve and all software problems to Bob. Or you can assign all Accounting or Marketing tickets to Sally and all tickets containing the word "password" to Mary.

8)Set Expectations by Due Date

Setting up, tracking and reporting changes to issue deadlines is easy with the help desk. This helps both IT professionals address the problem and the employee who submitted it. Deadlines can be assigned automatically or manually, and help desk technicians can sort tickets based on when the project should be completed.

9)Don't Reinvent the Wheels

Some technical problems recur regularly. The help desk system can also record notes related to tickets and upload files necessary to solve problems. Anyone on the IT help desk team can search old tickets for help on similar issues.

10)Show your value

Help Desk Reports allow you to easily run reports to see how many tickets you or your entire IT department have closed in the last week, month, four months, or year. . These reports help identify problem areas in technology and show the value that IT professionals can bring to the business.